Use case: Empower Customers with Self-Service & Automation
Customers are placing increasing pressure on manufacturers, B2B product companies, and wholesalers to provide B2C-level digital experiences. No longer do customers find it acceptable to get sub-par sales and service support. In their daily lives, they have learned to love interacting with companies through portals, apps, chat, mobile and other channels. Their information lives in a single location and service can be requested in context of their own data. Having to go through old-fashioned non-digital experiences makes customers less loyal . As your competitors start to provide this level of service, customers are gradually taking their business elsewhere.
You may recognize any of these situations in your current way of working:
- Customers having to send an email to get support, your employees trying to do their best to answer through many email back and forths resulting in lengthy case resolution processes.
- Employees having to switch between multiple systems (mailboxes, ERPs, collaboration software, product information systems) to find customer and product data, resulting in answers that – across your company – lack consistency, take too much time to produce and incur issues at any point in the process.
- You are not really in touch with what your customers think of your service level as systems do not allow capturing of structured data about customers and the service you provide. Although you want to improve your customer experience, you can only guess where to start.
It is time Empower Customer Service
To combat these issues, manufacturers, B2B product companies and wholesalers adopt our easy-to-use self-service portal and start automating their customer service processes to B2C standards. Our online portal enables your customers to independently manage orders, returns, support requests, get answers and connect with your service team quickly. You on the other hand start to build up customer data, create insights and improve your customer service interactions across all your channels.
The Result
- Your customers can easily access data and manage service requests online;
- Your team can handle requests with all customer information available at their fingertips;
- Surveys and other customer data create insights that let you know what goes well and what needs improvement;
The steps to take
We take four main steps to tailor the self-service portal to your business and provide your customer and employees with a modern easy to use solution:
Step 1: Design the customer and employee journey
Great customer and employee experiences start with a well thought out plan. Together, we design the best way for customers to use the self-service portal and for your team to support your customers.
Step 2: Brand the portal and configure the customer service system
Whether you want to tailor standard portal templates or design your very own, we make sure the solution is truly for your business. We will implement the solution based on the easy to use design we agreed on.
Step 3: Integrate and visualise data
No portal can function without data from other systems to complete the 360° view of your customer. We integrate and visualise all this data seamlessly, ensuring you have a comprehensive and clear overview without the hassle.
Step 4: Test the system, train your users and bring it live!
Together, we test the system and see if it provides the experience we aimed for. Once we confirm it does, we train your team and bring the solution live.
The outcome
Our solution empowers your customers with self-service & automation. They can independently manage orders, returns, support requests, get answers and connect with your service team. The user-friendly platform is designed to rival the B2C platforms we have all grown to love. As they use the system, you build up customer data, create insights and improve your customer service interactions across all your channels and teams.
